AVG Support Community
Share tips and solutions on AVG Products
Community topics
AllAVG Gurus
These community experts are here to help
-
Alan Binch
-
Borislav Angelov
-
Vladimir Bartl
-
Subhadeep Kanungo
-
Miloslav Serba
Jennifer Huber MalwareX-gen [Trj]
My AVG antivirus software is quarantining various pdf files, flagging them for MalwareX-gen [Trj] or PhishingX-gen [Phish]. However, when I run an advanced AVG scan, it finds no viruses or malware. Are these false detections? Based on an older community forum thread, I reset my Chrome browser to default settings. But I don't know whether that did anything or how to sort out whether it's safe to recover the important quarantined files.
I posted a ticket for customer care, but I haven't heard back. Meanwhile, I basically can't use my computer or transfer files in case they are corrupted by Malware. And I don't want it to quarantine more of them.
I'm on a Macbook Air with Sonoma 14.6.1 using up-to-date Chrome. I can provide screenshots but it doesn't seem to be posting my questions with them.
Jennifer
I posted a ticket for customer care, but I haven't heard back. Meanwhile, I basically can't use my computer or transfer files in case they are corrupted by Malware. And I don't want it to quarantine more of them.
I'm on a Macbook Air with Sonoma 14.6.1 using up-to-date Chrome. I can provide screenshots but it doesn't seem to be posting my questions with them.
Jennifer
Thank you for contacting AVG Community Support.
We understand that AVG application moves some pdf files to quarantine while running a scan and want to ensure your device protected.
We'll certainly check and help you out.
Quarantine is a safe place in AVG AntiVirus for storing potentially harmful files and completely isolating them from the rest of your operating system. Files in Quarantine cannot be accessed or run by any outside processes, software applications, or viruses.
Files are automatically moved to Quarantine in the following ways:
-If an AVG AntiVirus scan detects a suspicious file and you confirm that the detected file should be moved to Quarantine.
-If an active AVG AntiVirus shield detects a suspicious file.
If you are unsure about a file, you can scan it in Virus Total (https://www.virustotal.com/), or add the file to Quarantine and submit it to AVG Threat Labs.
You can send files to AVG Threat Labs for further analysis. We recommend sending the following file types:
Potential malware: files that AVG AntiVirus has not identified as malware, but you believe may be malicious.
False positive: files that AVG AntiVirus has identified as malware, but you believe may be clean.
You can send files to AVG Threat Labs for further analysis. We recommend sending the following file types:
Potential malware: files that AVG AntiVirus has not identified as malware, but you believe may be malicious.
False positive: files that AVG AntiVirus has identified as malware, but you believe may be clean.
To submit a file to AVG Threat Labs:
-Hover your cursor over the relevant file(s) in Quarantine, then click … More options (three dots) and select Send for analysis.
-Select either Potential malware or False positive and enter any additional information about the file into the text box, then click Send.
Refer the following article for detailed steps: https://support.avg.com/SupportArticleView?l=en&urlName=use-avg-antivirus-quarantine&q=quarantine&supportType=home (https://support.avg.com/SupportArticleView?l=en&urlName=use-avg-antivirus-quarantine&q=quarantine&supportType=home)
The file is submitted to AVG Threat Labs for further testing. In most cases, AVG Threat Labs will process the file without sending a response to you.
If you do not require those files, you can delete files from Quarantine:
-Tick the box next to the relevant file(s) in Quarantine.
-Click Delete at the bottom of the Quarantine screen.
-Click Delete to confirm.
The file is removed from your device and marked as deleted in Quarantine.
If you have any queries, or want to share screenshot, you can post the screenshot here in your topic. Click on Answer & then click on the Image [mountain symbol] & follow the instructions.
Thank you and keep us updated.
Namely, AVG advanced scan says no threat. I click on an existing pdf file or create new pdf, then the file is quarantined for MalwareX-gen [Trj] or PhishingX-gen [Phish]. I think it's all pdfs, new and old. And they are identified and quartantined basically when I try to open them (not during the AVG scan).
We apologize for the inconvenience caused to you.
We certainly check and help you with the issue caused
We have sent an email to your email address offering additional help please check the email and revert us back for further help.
I want to understand why AVG is flagging trusted files and quarantining them. Instead of recovering a file from quarantine, I downloaded the trusted file from the original email when it was sent, but AVG quarantined the file this time. From speaking with the customer care team, I'm unclear whether AVG thinks the file is malware itself based on the filename or something, or whether AVG thinks the file is corrupted with malware. This is suddently happening with lots of trusted files ... Are these false detections, and if so what is causing them? I already reset Chrome to default settings. Do I need to uninstall and reinstall AVG?
We understand that you are not comfortable with a remote support asistance and we respect your decision.
We see that you have downloaded these files from a trusted source and want to know why AVG quarentines the file and suspect that this might be a false positive detection.
In order to confirm this detection, we request you to submit these files to our concern threat experts and they will analyze it and will get back to you via email.
Here is an article to submit the false positive request: https://www.avg.com/en-ww/report-false-positive#pc
Thank you and keep us updated.
Today, using one Gmail account, about 4 out of 6 email-to-pdf files went into Quarantine. Using another Gmail account, none of the pdf conversions were quarantined.
Does anyone know anything about this error now?
Thank you for contacting AVG Community Support.
We will certainly check and help you.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and help you accordingly.
https://support.avg.com/support_ask
Thank you for your understanding.
Thank you for contacting AVG Community Support.
We will certainly check and help you.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and help you accordingly.
https://support.avg.com/support_ask
Thank you for your understanding.
Thank you for writing us back.
We are sorry to know that you have never heard back from our team after submitting the false positive detection.
We apologize for the inconvenience and we have informed our concern team to reach you by email.
Our team will contact you at the earliest.
We respect your valuable time and request your patience.
Thank you.
Thank you for contacting AVG Community Support. We are sorry for the inconvenience caused. We will certainly check and help you to resolve print issue.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and locate the previous ticket in order to resolve the issue.
https://support.avg.com/support_ask
Thank you for your understanding.
Thank you for writing back to us. Its look like you are using Avast program on your device. As we provide support here only for AVG product, kindly contact Avast support for further assistance. You can reach them using following link : https://support.avast.com
Thank you for the understanding.